PET Regional Manager
Apply NowCompany: Shields Health Care Group
Location: Worcester, MA 01604
Description:
Job Title: PET Regional Manager
Company: Shields Health
Manager: PET Patient Access Director
About Shields Health
Shields Health is a family-owned, Massachusetts-based leader in healthcare services, delivering top-tier patient care with cutting-edge technology for over 50 years. We are proud to be one of the most trusted names in the industry, offering a collaborative, supportive, and rewarding work environment. At Shields, you're not just joining a company-you're becoming part of a team that values culture, innovation, inclusivity, and career growth.
Your Mission
The PET Regional Representative Manager will contribute to the goals of Shields Health by providing exceptional customer service with professionalism, efficiency, and accuracy.
Your Role as PET Regional Manager
Manage and lead PET Representatives within the designated region, ensuring high performance and effective patient care delivery.
Provide thoughtful leadership to ensure all staff members are aligned with exceptional customer experience standards.
Meet and exceed performance targets and goals by motivating agents to achieve high standards of productivity and customer satisfaction.
Oversee the quality-of-service delivery, ensuring that communication with patients meets or exceeds established standards.
Assist in implementing continuous improvement initiatives as defined by program leadership, focusing on patient access and satisfaction.
Regularly monitor calls for quality assurance (QA) and proactively reach out to customers when necessary to resolve concerns or ensure satisfaction.
Manage escalations and address issues beyond the scope of representatives, ensuring resolution in a timely and professional manner.
Actively participate in staff recruitment, training, and professional development to maintain a skilled and knowledgeable team.
Conduct annual performance reviews, provide continuous feedback, and address performance concerns in a timely manner.
Regularly engage with team members, establishing effective communication and alignment.
Oversee template management, ensuring all patient data is accurately recorded and managed.
Complete duties and projects assigned by leadership.
Delegate responsibilities to Lead Representatives and PET Representatives to ensure balanced workload distribution and optimal performance.
Ensure confidentiality in all business dealings.
What You Bring to the Team
Experience as a PET Representative at Shields Health or equivalent experience in imaging or related healthcare fields.
Advanced computer skills including comprehension in scheduling software.
Strong understanding of customer service strategies, ensuring patients receive timely, respectful, and effective communication.
Exceptional communication, presentation, and writing skills for internal coordination and external interactions.
Strong interpersonal skills, with the ability to motivate and support team members while maintaining positive relationships with patients and healthcare providers.
A college degree is preferred, or 5+ years of relevant experience in a healthcare call center environment.
Experience interacting with customer groups, including patients, healthcare providers, and insurance representatives.
A personable, upbeat, fast-paced work ethic with a keen eye for organization and prioritization.
Ability to work in a sedentary position for extended periods while performing data entry and phone-based information intake.
Skills for Success in This Role
Leadership & Team Management: Ability to lead and inspire a team of PET Representatives, ensuring that they consistently meet performance goals and provide exceptional service.
Healthcare Knowledge: Understanding of the healthcare environment, including medical terminology, insurance processes, and patient care standards.
Customer Service Excellence: Expertise in applying best practices for customer service, ensuring all patients receive the highest quality of care and attention.
Call Center Operations: Familiarity with call center management, including scheduling, performance tracking, quality assurance, and process improvement.
Problem-Solving & Conflict Resolution: Adept at resolving escalated issues and ensuring patient concerns are addressed promptly and professionally.
Analytical Skills: Ability to analyze call center metrics, identify trends, and implement strategies for continuous improvement.
Note:
This job description is intended to describe the core responsibilities and expectations of the role but may evolve over time. The incumbent may be asked to perform additional duties or tasks for training or development, as required. The essential functions of this role can be performed with or without reasonable accommodation.
Company: Shields Health
Manager: PET Patient Access Director
About Shields Health
Shields Health is a family-owned, Massachusetts-based leader in healthcare services, delivering top-tier patient care with cutting-edge technology for over 50 years. We are proud to be one of the most trusted names in the industry, offering a collaborative, supportive, and rewarding work environment. At Shields, you're not just joining a company-you're becoming part of a team that values culture, innovation, inclusivity, and career growth.
Your Mission
The PET Regional Representative Manager will contribute to the goals of Shields Health by providing exceptional customer service with professionalism, efficiency, and accuracy.
Your Role as PET Regional Manager
Manage and lead PET Representatives within the designated region, ensuring high performance and effective patient care delivery.
Provide thoughtful leadership to ensure all staff members are aligned with exceptional customer experience standards.
Meet and exceed performance targets and goals by motivating agents to achieve high standards of productivity and customer satisfaction.
Oversee the quality-of-service delivery, ensuring that communication with patients meets or exceeds established standards.
Assist in implementing continuous improvement initiatives as defined by program leadership, focusing on patient access and satisfaction.
Regularly monitor calls for quality assurance (QA) and proactively reach out to customers when necessary to resolve concerns or ensure satisfaction.
Manage escalations and address issues beyond the scope of representatives, ensuring resolution in a timely and professional manner.
Actively participate in staff recruitment, training, and professional development to maintain a skilled and knowledgeable team.
Conduct annual performance reviews, provide continuous feedback, and address performance concerns in a timely manner.
Regularly engage with team members, establishing effective communication and alignment.
Oversee template management, ensuring all patient data is accurately recorded and managed.
Complete duties and projects assigned by leadership.
Delegate responsibilities to Lead Representatives and PET Representatives to ensure balanced workload distribution and optimal performance.
Ensure confidentiality in all business dealings.
What You Bring to the Team
Experience as a PET Representative at Shields Health or equivalent experience in imaging or related healthcare fields.
Advanced computer skills including comprehension in scheduling software.
Strong understanding of customer service strategies, ensuring patients receive timely, respectful, and effective communication.
Exceptional communication, presentation, and writing skills for internal coordination and external interactions.
Strong interpersonal skills, with the ability to motivate and support team members while maintaining positive relationships with patients and healthcare providers.
A college degree is preferred, or 5+ years of relevant experience in a healthcare call center environment.
Experience interacting with customer groups, including patients, healthcare providers, and insurance representatives.
A personable, upbeat, fast-paced work ethic with a keen eye for organization and prioritization.
Ability to work in a sedentary position for extended periods while performing data entry and phone-based information intake.
Skills for Success in This Role
Leadership & Team Management: Ability to lead and inspire a team of PET Representatives, ensuring that they consistently meet performance goals and provide exceptional service.
Healthcare Knowledge: Understanding of the healthcare environment, including medical terminology, insurance processes, and patient care standards.
Customer Service Excellence: Expertise in applying best practices for customer service, ensuring all patients receive the highest quality of care and attention.
Call Center Operations: Familiarity with call center management, including scheduling, performance tracking, quality assurance, and process improvement.
Problem-Solving & Conflict Resolution: Adept at resolving escalated issues and ensuring patient concerns are addressed promptly and professionally.
Analytical Skills: Ability to analyze call center metrics, identify trends, and implement strategies for continuous improvement.
Note:
This job description is intended to describe the core responsibilities and expectations of the role but may evolve over time. The incumbent may be asked to perform additional duties or tasks for training or development, as required. The essential functions of this role can be performed with or without reasonable accommodation.